Decision details

New revenues and benefits system modules

Decision Maker: Chief finance officer

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


To implement additional modules to the current revenue and benefits system as described below:-

1. The Capita electronic document management system (DMS). Currently Academy links to IDOX DMS however this is clunky and IDOX is no longer going to be maintained as a standalone system therefore this will novate customer records to the Capital module which is more user friendly and will continue to have full GDPR compliant system support.
2. One Portal Connect and Serve - this is required to improve the customer journey and minimize staff time including in the customer services team. It means customers can be set up by staff and staff can view the same system screen as the customer if they are struggled to access or understand their digital record.
3. HB change in circumstances and new claims – this is to automate the application process to drive customer’s online, minimizing customer contact and improving response times.

All of the above have been previously identified as digital roadmap opportunities towards more automation of the revenues and benefits service.

Contact: Josie Rushgrove, Head of corporate finance Email: Tel: 01432 261867.

Publication date: 18/01/2019

Date of decision: 18/01/2019

Accompanying Documents: